CRM Manager

About Company

India's fastest growing chain of Health, Wellness and Beauty stores with over 75 stores in India and located in 50 countries with headquartered in Pittsburgh, PA. Company is committed to selling only 100% genuine medicines and OTC product. Company offers a premium assortment of health, wellness and performance products, including protein, performance supplements, weight management supplements, vitamins, herbs and greens and wellness supplements.

Industry : Health & Fitness

Designation: CRM Manager

Location : Mumbai (Fort)

Experience : 4 + yrs

Salary : upto 14 lac p.a

Job Purpose:

The CRM Manager is responsible for managing the organization's CRM, responsible for customer retention campaigns, should have a detailed understanding of how CRM databases work and be able to use them strategically for business growth.

Roles and Responsibility :

- Planning and delivering CRM strategies across Guardian, encouraging customer retention and customer loyalty.

- Ensuring the CRM platform structure (Salesforce - Marketing Cloud and Service Cloud) and architecture works seamlessly across the organization and captures all required information at key points in the customer life cycle.

- Responsible for end to end customer lifecycle

- Customer Journey Mapping, analyzing touch points with the organization and maximizing opportunities.

- Working closely with all departments to ensure the CRM works effectively for all aspects of the company.

- Overseeing direct communications with customers through the CRM.

- Monitor and maximize customer lifetime value strategies ensuring maximum profitability.

- Ensuring the database is segmented effectively for targeted marketing activities.

- Manage customer loyalty programs and other customer retention programs.

- Manage the call center and lead fulfillment

Education & Requirement :

- Graduate with minimum 4 - 7 years of experience in CRM (preferable Salesforce experience).

Required Skill :

- Customer Relationship Management

- Customer analytics

- Insight applications

- Customer Lifecycle Management

- Business & Commercial acumen

- Financial analysis for programs

- Data analysis & Modeling

- Communication Team work

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